The Client Support Manager is the main contact point for one or several clients either by telephone,
electronically or face to face. He is generally located in the region of the customer and has the overall
responsibility for service delivery to the customer. He tracks all issues with the customer and either resolves
it him/herself or forwards it to other departments of Nextgen DCH, follows up until the issue is resolved and
communicates the resolution to the client. An important part of the roles is the capability of resolving a wide
range of issues without forwarding to other departments, and assuming full ownership of all issues, also after
internal forwarding
Key Responsibilities
Main contact point for all service-related communication with customer either by telephone,
electronically or face to face
Resolving on his/her own or following up on all service issues until resolved
Understanding the requests of clients and “translating” them into the DCH internal
requirements/actions needed to address the issues
Ensure regular and timely update of provisioning data required from the client
Hold a monthly call with the customers to discuss any outstanding issues and provide customer’s
feedback to the head of the DCH
Log all the issues using Nextgen DCH ticketing system
Communicating resolutions to clients and making suggestion on how to resolve issues
Following up on processing and transfer of all files of the assigned clients and making sure that all
files are processed timely
Resolve high percentage of all client requests without forwarding to other DCH department
Requirements
Good verbal and written communication skills in English and preferably one additional language
Active and self-motivated and well-organized personality
Capability to quickly understand commercial roaming procedures and processes around TAP file
exchange
Capability to understand technical standards (TD.57) and IT related procedures, like tariff plans and
the RAP process
Ability to work with a trouble ticketing system ensuring the SLA topics is managed within provided
parameters
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
Top Skills
What We Do
Founded in 2007, Nextgen Clearing have established themselves as the only independent clearing experts. Their award-winning solutions and services, accessible through a flexible online platform, serve over 160 operators worldwide.
With a global presence across 20 locations and employing over 300 talented professionals, Nextgen is a trusted partner for its innovative first to market solutions, that maximise roaming profit and facilitate seamless transitions to 5G and beyond.
Nextgen continues to lead the industry, setting new standards for efficiency, reliability, and customer satisfaction in global roaming services.
Nextgen’s product portfolio includes Financial Clearing, Debt Collection, Data Clearing, BCE, Discount Management, Traffic Identification and Monetisation, Simulation and Budget, and Data Visualisation tools.
